This paper examines how data-driven performance monitoring technologies affect the work of telecommunications field engineers. As a mobile workforce, this occupational group rely on an array of smartphone applications to plan, manage and report on their jobs, and to liaise remotely with managers and colleagues. These technologies intend to help field engineers be more productive and have greater control over their work; however they also gather data related to the quantity and effectiveness of their labor. We conducted a qualitative study examining engineers’ experiences of these systems. Our findings suggest they simultaneously enhance worker autonomy, support co-ordination with and monitoring of colleagues, but promote anxieties around productivity and the interpretation of data by management. We discuss the implications of datadriven performance management technologies on worker agency, and examine the consequences of such systems in an era of quantified workplaces.
|Title of host publication
|CHI Conference on Human Factors in Computing Systems (CHI'18)
|Published - 23 Apr 2018
|2018 ACM Conference on Human Factors in Computing Systems - Palais des Congrès de Montréal, Montréal, Canada
Duration: 21 Apr 2018 → 26 Apr 2018
|2018 ACM Conference on Human Factors in Computing Systems
|21/04/18 → 26/04/18